Strategic Change and HRM in Housing Finance Limited (A)

Abstract

The case brings out the issues of effective strategic HRM policies in light of strategic focus on the new customer segments – institutional/ developer credit, High networth individual (HNI) credit, that the housing finance organization is targeting to grow in. The case focuses on identification of misalignments in the HRM policies with the objectives of becoming a customer service focused firm, redirect the emphasis from inwards looking at operations only to focus on business development, especially in light of higher profile customer segments. It also points out to the need for an appropriate organizational structure to achieve the business goals. The case also highlights the HRM issues and misalignment that can crop up in the interfaces of frontline and backend offices, and field and corporate offices. The case can be taught in both MBA and executive education as a part of courses in strategic HRM, as also in courses focused on service industry management.